Chapter 8, Problem 8.18MML

Program Plan Intro

Traditional Customer Relationship Management (CRM):

• The marketing in traditional CRM is all about direct advertising with the goal of boosting sales and it is one-way communication between companies to consumers.
• It is operated within the hours and the channels dictated by the company.
• Traditional CRM companies directly contact the customers to receive feedback and also share their experience via word-of-mouth.
• For example, the Boeing Company is a multinational corporation company in America that manufacture, design and sells rotorcraft, airlines, satellites and rockets.
• In the above example, each customer directly analyzes about the products to the company and the dealing about the products is communicated between the customer and company.

Social CRM:

• The marketing in social CRM is not about direct advertising to the customers.
• Sales through social commerce are expected to reach more customers in certain period.
• The customers share their experience via online and social media.
• For example, the Amazon website is an American electronic commerce and also a cloud computing company.
• In the above example, the customers analyze each product and share the experience about product via online.